Position Overview:
The Workforce Management team partners with operations to ensure the contact centers are staffed appropriately to meet KPI’s while looking for opportunities to gain efficiency. The Workforce Management Optimization Analyst will report to the Sr. Manager of WFM. In this role you will analyze contact center trends, including call volumes, offline workload, and call patterns to forecast workload needed to support operational efficiency gains. The analyst will develop KPI reports and communicate with leaders on opportunities and risks to performance.
Responsibilities:
Review and assess the effectiveness of IVR Automation and Call Routing processes and identify opportunities for improvements – either in customer experience or efficiency of staffing Identify call drivers and assess opportunities for process automation, full or partial self-service for customers, changes to agent skilling and preferences etc. Review Operational Performance Reports and identify trends and opportunities for improvement in areas such as AHT, Schedule Adherence, Conformance etc., providing suggestions and recommendations to Operational Management Create and run Best Practice groups with Supervisors/Management teams to share the “Art of the possible” with agent and contact center performance Will be responsible for tactical planning and historical trend analysis to ensure the call center achieves key performance indicators on a daily and interval basis. Establish daily, weekly and monthly metrics and monitor performance against metrics and ensure meaningful deviation is detected early and incorporated in operation planning efforts Review forecasting accuracy (forecasts to actuals) and schedule effectiveness (staff paid/ staff need/ staff scheduled/staff available) with WFM staff and work together to reduce variations in order to ensure performance and productivity goals are met Develop operational production plans to efficiently allocate staff resources against workload Plan and execute analysis - often interrogating data and other information to perform root cause analysis and develop an impact assessment Develop knowledge of daily operations and collaborate with supervisors, managers and front-line staff to uncover operational problems as they occur and formulate solutions and improvement opportunities Demonstrates Decision Making/ Complex Problem Solving- proactively gather the right data from appropriate sources, probe/consider all of the facts, considers other perspectives; conduct root cause analysis; refer to long term plans and goals; prioritize key factors; act decisively, promptly and confidently. Ability to prioritize and meet tight deadlines Compiles Analytical Metrics Proactively identify risks, and opportunities around business performance Communicate with front-line leaders to ensure they have the data needed to address staffing needs
Essential Functions:
Essential Job Function
% of Time on Function
Review IVR and Operational performance
30%
Identify call drivers and trends
20%
Review forecast accuracy
20%
Develop operational production plans to allocate staff where needed
25%
Communicate with front line leaders to ensure they have the data needed to execute the developed plans
5%
Total
100%
Job Requirements:
performance tracking, and reporting) preferred Experience with Customer Relationship Management (CRM) system Automatic Call Distributor (ACD) telephony systems knowledge Candidate must possess highly developed analytical skills for reviewing information, analyzing data, and making appropriate recommendations for improvement. Strong experience working with Excel, Google Sheets, and other analytics tools Ability and willingness to learn new software and procedures Skilled in problem-solving, critical thinking and decision-making Ability to be highly organized with an emphasis on attention to detail, timeliness, and accuracy Ability to work with minimum supervision as well as in a team environment, in a time sensitive environment and on several tasks simultaneously Highly skilled in effective communication both verbally and in writing with co-workers, management team, other departments, and vendors Ability to sit the entire work day viewing a computer monitor Open to learning and practicing new processes, freely communicating ideas, and committed to the best end result Understanding of Key Performance Indicators for the contact center industry for multimedia, omnichannel environment Willingness to work evenings, weekends, holidays, long hours, and be on call as needed
Minimum Physical Requirements:
The physical demands described represent those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the functions of the position for which they work. While performing the duties of this position, the employee is regularly required to listen, talk and hear. The employee frequently is required to use hands or fingers, handle or feel objects, tools, or controls while executing tasks like working on a computer or talking on the telephone. The employee is occasionally required to stand; walk; sit; and reach with hands and arms. The employee must occasionally lift and/or move up to 15 pounds. Specific vision abilities required by this position include close vision, distance vision, and the ability to adjust focus. The noise level in the work environment is usually moderate to low.
Salary Range: $49,626.02 - $66,168.33
Annual Bonus Potential: 5%
HomeServe USA is an equal opportunity employer.
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